Opened a new Virgin Media account, problems with number

[ubishere]

Ok, so I opened a new account after 17 years as a Virgin Customer to take advantage of the new better deals. I got the new modem today and it is all setup and working. I spoke to a few different people at Virgin and asked them to disconnect my old account and port my number to the new one.

Was told this was not possible, I then asked what the new number was going to be and he provided one. He also reckoned that this was already setup and working and said that BOTH old and new numbers would work on my landline phone (they don't). Only the old one is working which I presume will stop once the old contract finishes. 

Anyone have a clue how this is supposed to work - will my new number magically work as soon as the old one stops, or will it be countless calls to Virgin trying to work out what's going on?

[goslow]

---

@ubishere wrote:

Ok, so I opened a new account after 17 years as a Virgin Customer to take advantage of the new better deals. I got the new modem today and it is all setup and working. I spoke to a few different people at Virgin and asked them to disconnect my old account and port my number to the new one.

<snip>

---

Not sure what kind of deal you have set up with VM in closing an account and at the same time opening a new one (as there normally has to be a delay of 90 days before you can re-join as a new customer). Or have you done something like close a VM residential account and opened an account with VM Business?

[ubishere]

just went online to look at the deals available and chose one, filled out my details and it all went through fine. Didn't see any info regarding what you are stating and have spoken to 4 or 5 people on the phone now, and without sounding like a complete xxxx most of them don't seem to have much of a clue!

[goslow]

---

@ubishere wrote:

just went online to look at the deals available and chose one, filled out my details and it all went through fine. Didn't see any info regarding what you are stating and have spoken to 4 or 5 people on the phone now, and without sounding like a complete xxxx most of them don't seem to have much of a clue!

---

Strange and unusual things are always possible with VM! I would guess that a large dose of VM 'confusion' might possibly be heading your way as regards phone numbers and keeping the old one depending on what exactly is going on with the account(s).

The VM forum team will probably have to look at your account(s) with you via PM and advise on what has happened. They should reply here within a few days.

[Vikki_M]

Hi @ubishere

Thank you for your post and welcome to our community.

Just to clarify please, have you moved home and taken a new deal at the new property?

If so, usually the customer is required to do a move and transfer to take their existing service to the new property and in that scenario the number port can usually be done as part of that process.

If you have set up the account as a new customer, I cant make any guarantees but I would be happy to see if there is anything we can do to port the number for you.

I will send you a private message now so I can get some further details.

Please look out for the purple envelope in the top right of the page and pop me a reply when you can.

[ubishere]

Great...what fun, I can't wait to be without a phone for weeks 😫. I don't really care that much if the phone number changes, just so long as it works once the old contract (old number) ends.

[Vikki_M]

Thanks for your reply @ubishere

Can you just clarify for me please, have you moved home? Or have you gone online and been able to set up a new account as a new customer at the same address you already had an existing service?

Please pop back to me when you can.

[ubishere]

Can you send a PM then, I haven't received one, thanks

[Vikki_M]

Hi @ubishere

I have just sent this, please look out for the purple envelope in the top right of the page.